Provide oversight and continuous improvement of service management and operational processes across Managed Services
Provide operational oversight of service management platforms supporting Managed Services to ensure effective utilization, reliability, and alignment with delivery processes.
Strong hands-on experience with enterprise ITSM and monitoring platforms
Demonstrated ability to design, standardize, and improve operational processes across multiple teams.
Experience driving automation, workflow optimization, and tool integrations in a managed services environment.
Strong understanding of ITIL-based service management concepts (incident, Request, Change, Problem, SLAs).
Proven ability to translate business and operational requirements into scalable platform solutions.
Experience managing vendor relationships, licensing models, and cost controls.
Identify inefficiencies, bottlenecks, and handoff challenges impacting delivery velocity and customer outcomes.
Lead process improvement initiatives focused on reducing delivery delays, increasing automation effectiveness, and improving prioritization.
Create, improve, and maintain policies and procedures that support customer satisfaction and on-time delivery.
Educate and enforce adherence to process standards, methodologies, and governance frameworks.
Identify gaps in resources, skills, or processes that may impact service delivery and facilitate discussions to address them.
Excellent communication and stakeholder management skills, with the ability to influence across teams and leadership levels.
Strong analytical and reporting skills, with a focus on metrics-driven decision making.

Requirements

7+ years of experience in IT Managed Services, IT Operations, IT Service Management, or a related discipline.
Previous experience in people management or team leadership, preferably overseeing platform or operations-focused teams.
Experience owning or optimizing ITSM and monitoring platforms (e.g., ServiceNow, LogicMonitor, N-able, or similar).
Strong understanding of platform governance, change control, and release management in production environments.
Experience driving workflow optimization, automation, or tool integrations.
Ability to manage competing priorities across platforms, operations teams, and stakeholders.
Strong problem-solving mindset with an emphasis on continuous improvement.
Customer-first mindset with the ability to balance standardization vs client-specific requirements.
Experience developing and maintaining operational documentation (SOPs, runbooks, knowledge bases).

Benefits

Comprehensive medical, dental and vision plans for you and your dependents
401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability
Competitive Compensation
Training and development programs
Major offices stocked with snacks and beverages
Collaborative and cool culture
Work-life balance and generous paid time off

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT Service Managementoperational processesautomationworkflow optimizationtool integrationsITILchange controlrelease managementmetrics-driven decision makingoperational documentation

Soft Skills

communicationstakeholder managementproblem-solvingcontinuous improvementinfluencecustomer-first mindsetteam leadershipprioritizationanalytical skillsprocess standardization